2018 was the year of customer experience for businesses around the globe, and CX experts and business leaders captured their experience in thought-provoking customer experience quotes. As part of our year in review, here’s a closer look at some of the most inspiring and thought-provoking quotes on CX from 2018.
CX is the key differentiator for brands of all sizes
“Regardless of your service, product, size of business or industry, customer experience has proven to [be] a key differentiating point for companies around the world.”
– Michel Falcon, Customer Experience Advisor and Keynote Speaker
Every interaction is a chance to get your CX right
“The point of the story is that every single interaction, the most minute details of the interaction you have with your customer, are an opportunity for you to create something remarkable.”
– Joey Coleman, Experience This! Host and CX Expert
A good CX is the minimum for doing business today
“Meanwhile, customer expectations have been rising slowly but steadily. In the current favorable economy, it’s likely that this movement will continue, pressuring firms to improve CX just to keep from falling back even further. It’s like what the Red Queen said in Through the Looking-Glass: ‘… it takes all the running you can do, to keep in the same place.'”
– Harley Manning, Vice President, Research Director, Forrester
Data and context are both critical for understanding CX
“CX [also] stands for constant experimentation. Keep trying. If it fails, you will learn and get data.”
– Des Cahill, CX Evangelist, Oracle, at ModernCX 2018
Building an unforgettable CX often requires transformation
“Executives have recognized that customer satisfaction is the key indicator in gauging success, but too often a focus on specific touchpoints or channels results in incremental progress that only allows a company to keep pace with the changing customer landscape. Leading executives have recognized that really moving the needle on customer satisfaction requires a more ambitious effort—a transformation of the entire customer experience.”
– Stephanie Lotz, Consultant, Julian Raabe, Partner, and Stefan Roggenhofer, Partner for McKinsey
Blending high-tech with high-touch is a recipe for CX success
“By starting with the customer’s life and their needs, by hiring people whose values and personality traits align with your own, and then blending in technology to enable them to deliver memories that customers want to repeat, companies thrive and become irreplaceable.”
– Jeanne Bliss, Author, Co-Founder of CXPA, in an episode of Unforgettable.
CX is the new battlefront for marketing
“Customer experience (CX) is the new marketing battlefront. More than two-thirds of marketers responsible say their companies compete mostly on the basis of CX, according to the 2017 Gartner Customer Experience in Marketing Survey. And in two years’ time, 81% say they expect to be competing mostly or completely on the basis of CX.”
– Chris Pemberton, Gartner
Understanding your audience is the key to a great CX
“When the people we serve present themselves, when they offer us their attention and their trust, we need to work to see two things:
- Who they are. What do they fear, what do they believe, what do they need?
- Who they can become. Which doors can we open, how can we support them, what will they leave behind?”
– Seth Godin, Author
Keep these customer experience quotes and insights in mind as you move forward with your CX strategy in 2019. Focusing on your customer, streamlining your experience, and creating breakout ways to delight your audience will pay dividends in the year ahead.